– [Tim] Middleton I'm a BookNet Project Manager and Retail Liaison And then, we have Andrea Lacson is the Data Administrator at House of Anansi Press and Groundwood Books, where she mostly works with metadata, but has her hands in upkeeping the website and fielding audiobook queries She is a graduate of the Publishing program at Centennial College

Beside her is Carolyn McNeillie Carolyn spent nearly a decade working in book publishing technology, design, and marketing, most recently as Marketing Director at House of Anansi Press and Groundwood Books Recently, she undertook a career change and now works as a front-end web developer at TWG And also, I should say, Carolyn and I worked together at BookNet years ago now Please welcome Carolyn and Andrea

I'm going to start this off and then we're just going to flip back and forth We'll come up here So, why Shopify for BookNet? Well, the thing that we love about Shopify at BookNet is that its focus is on small to medium-sized businesses It makes it easy for companies of this size that don't have the deep pockets of Amazons of the world to set up and operate an up-to-date, modern e-commerce site Basically, we see it as helping everyone to compete

Shopify was ramping up incredibly fast and we wanted to make it easy for people who wanted to sell books find accurate and timely metadata for those books The amazing thing about this industry is, I hope you all know, and something we should help grow stronger everyday is the fact that we have a very robust international standard for metadata called ONIX, and we have a lot of that data in a platform of ours at BookNet called BiblioShare The database of metadata covers, and more, that the Canadian publishing industry can take credit for helping to build I just have to find my mouse here, sorry In their IPO registration, Shopify described itself as a built platform from the ground up to address the growing challenges facing merchants with the aim of making previously complex tasks simple

The Shopify platform has been engineered to Enterprise-level standards and functionality while being designed for simplicity and ease-of-use Shopify helps merchants own their brand and make the consumer experience memorable, and I would agree with that statement We like that at Booknet We also agree with this statement put forward in their application that without the latest technology, it's difficult for merchants to meet the rising demands of consumers And so, that's what we hope to help and support in the book industry

Also, in the same way that we like maple syrup, poutine, and hockey, we like that Shopify is a Canadian business It warms our heart This was Justin Trudeau and Tobi Lütke, the founder of Shopify, at the latest Unite Conference that thankfully Shopify moved from San Francisco last year to take place in Toronto at the Brick Works, and I was fortunate enough to be there and was fortunate enough to get this picture It was a huge success in my opinion, and I hope they continue to hold that conference here It's a great opportunity for people in the tech industry and entrepreneurs in retail to rub shoulders with the world

There is literally an international representation of development houses and retailers and everything at that conference Shopify has 600,000-plus merchants who use our solution, and it's growing every day Their 2018 fourth quarter total revenue was $3439 million, a 54% increase from the comp quarter in 2017 So they look pretty robust and still growing

2018 saw their highest ever mix of merchants join the platform from outside of their core geographies The bottom line of the Shopify story to this point is that the number of merchants trying the Shopify platform for the first time continued to expand in 2018, indicating Shopify is well-positioned to power the merchant success stories of tomorrow I'm going to put you over to Carolyn – [Carolyn] So what exactly is Shopify? If you're not familiar with the concept of a CMS, just to give you a little bit more context, it's a content management system, and it's purpose-built for e-commerce So, using it as a content management system gives you access to a lot of key features, e-commerce obviously

Also, you have static pages built into your site handling for a blog, stock management, a checkout process, invoicing, shipping calculation, automated emails to let your customer know that the book's on its way, etc, etc SEO built into the platform You can do things like put your books on discount, create a discount code, discount individual products or categories of products It calculates tax, it can calculate based on product types, so physical or digital, and also by regions, you can handle all the complicated tax rules that you have to focus on with Canada

There's a huge library of third-party apps and app developers to extend the functionality of your Shopify store It has beautiful templates, both free ones that are from Shopify and also ones that you can purchase from designers and developers in their template marketplace And there's a lot of resources for self-training and support, so there's like a Shopify University that you can access for free, there's a Skillshare class you can access for free, there's good customer service support You can chat with somebody at any time of the night or day, which I have done, middle of the night right before Black Friday They also have, like, add-ons so you can have a POS so for example, you can, for, like, a very small fee, you can have a tool that'll allow you to run your own bookstore or sell books from, like, conferences or events all using your Shopify store

And there's also something called the Buy Button which I think is totally underrated It's a little tool that allows you to, kind of, like, make a purchasable product that can be embedded on any website So, if you have an author whose website gets a lot of traffic, you can just give them a little bit of code that they can drop into their website and then they can have their own store with a cart on their site that totally runs through your site and you'll handle all of the fulfilment and everything That's just like a little free way to like, easily, kind of, improve yourselves and things like that It's a great tool

It looks something like this So, this is not any Anansi stuff so don't squint at it too much This is sort of a sample dashboard of, like, sort of, what would greet you when you log in so makes the key information really accessible and easy to follow, it makes it really easy to manage your store Kind of, you can see right on the side, you can manage your orders, your products, you could see what's going on with your customers, and there's a really great reporting dashboard Shopify plays nicely with Google Analytics, and you'll want to use that as well, But then just at a glance, you can see, for example, if a title is spiking today and then maybe you can track it down to Oh, CBC did something, and maybe like there's some way that you can capitalise on that to continue to, kind of, drive those sales

That's very easy to see And then, this is just fun There's ways you could use this for sure as well, but you could see at a glance what's actually happening on your store in that very moment, who's visiting your store from what part of the world, and things like that So, in terms of, like, where it exists within, sort of, with competitors, so like, here's three bowls of porridge The plain one here might represent kind of like a blogging platform, so you might consider using like WordPress with e-commerce, for example

The thing you're going to find there is you're not going to have the robust, kind of, tools that you would have with Shopify specifically for driving any e-commerce store, and like handling marketing, and all those things you might like to do On the other end of the spectrum, there are platforms like Magento, which are, sort of, more enterprise-level, e-marketing platforms or e-commerce platforms In that case, you'll find that it's not so easy to plug and play, it's way, way more extendible but it's a level of extendible that probably is not necessary for small to medium size business You will have to work with the developers Your cost to getting started are going to be way higher and it's going to be much more complex

So Shopify, kind of, sits in a really nice place right in the middle I also want to mention here, I want to call it ReaderBound Craig's here in the room And if you're considering launching an e-commerce bookstore, definitely do research and chat with Craig about ReaderBound as well So there's a slightly different approach but these are the two, kind of, directions I would recommend that you look at really closely

But today, we're just talking about Shopify There's lots of really great things about Shopify It makes sophisticated e-commerce tools easy to use and affordable for small to medium size businesses, and arguably, it does that better than anyone in the market But there's another side of the coin, of course, where anything is, sort of, like one size fits all So, all these people are wearing the same suit, and you're probably not going to be lucky enough to be that guy in the middle who has a perfect fit

In order to have a product that makes things really excellent and available widely, there's trade-offs in terms of customisability So, what makes Shopify great can also make it a little limited or inflexible So we're going to talk a little bit about some of the specific pain points that you'll experience as a publisher Sometimes you might need a little bit of tailoring So Shopify, each product comes with, like, a built-in list of fields, datapoints that you'll have per product and they're very limited from a book publisher's point of view

There's lots of things that aren't covered there which we'll go into in more detail There is a tool that you can use in order to extend those fields called metafields but that's really a developer focus tool From your perspective, when you are sitting in your desk, adding information to your product is not as easy to access and they're not indexed by search There's a lot of, like, kind of, like, thought that needs to go into how you're going to populate your data and how you're going to index, what you need to index for search, and how you're going to work around those limitations So for example, in author or multiple authors, is it kind of like a concept that Shopify understands? And sometimes you need to be a little bit more creative

In Shopify, as I mentioned, you can set regular tax rules but you set them at the product level So, of course, we have a very special problem which is that e-books and print books are taxed at a different rate and in order to have Shopify accommodate that, you need to separate your print and digital products into two different products, you have two listings in your shop, which is not ideal There's also no dedicated author pages so if that was something that you really wanted to have as a function of your store, then you'd have to be really creative about how you're going to implement that In terms of what it looks like for you So, if you look at your eBook store at, like, with the analogy of a house, Shopify isn't the whole picture by itself

Shopify handles, sort of, the infrastructure, the foundation, structural elements, pipes, and wires but then you need to pour in all of the metadata about your books as well That's where Bookstore Builder from BiblioShare comes in, and we're going to talk about that in detail We're also going to talk about managing that metadata, which Andrea will discuss, how Anansi handles it And then lastly, you have the front-end template It's not enough just to put in metadata that Shopify doesn't natively handle

Even though there are a lot of templates that you can take advantage of, you're going to need to do the work to also expose those on the page So the front end of your website, you can think of that as like, the furniture, the cabinets, the appliances, the paint, and the siding There's a physical, like a design element there, but these are functional as well and totally necessary Okay, so Tim's going to talk a bit about Bookstore Builder – I'm going to talk a little bit about our Bookstore Builder and how we handled some of the things

So, you want to separate your print and digital, as Carolyn said Is there any data you want to include which is not in your ONIX, not in BiblioShare? Do you need to expand your ONIX? Do you need to discuss workarounds for adding book trailers and other customisations? These are all things that you want to look at and you may want to consider hiring a consultant to help with data structure and planning when you approach this project Certainly, BiblioShare, we have resources for that Tom Richardson is our bibliographic manager And we act, more often than not, as consultants on bibliographic data, the best way to use ONIX

We work with everybody in the industry for that So we're a free resource for you Of course, you might want to have somebody a little more focused on your specific problem and they can work with us as well So we had lots of learnings along the way when we were building the plugin and it's helped us to better understand Shopify and reinforce our belief in best practices for metadata One of the issues that kept coming up was that publishers wanted to or needed to keep their print and digital products separated for tax reasons

So this was a huge hurdle for us and one that we couldn't resolve easily with the experience that we had with Shopify at this point with the APIs We were able to handle it ultimately for the Anansi custom solution that we built with them to their specs We were able to handle it by using the related product field in ONIX So using relation codes 03, 05, 06, and 13 for variant linking So if that related product field is set up properly within your ONIX data, then we can search those codes and then logically populate the variants for you

And there's some tricky logic that needs to happen here But without Anansi's ability to make changes to their metadata, it would have been a lot harder to pull off So that was really key that it's actually the Anansi data that we're working with, they send it to BiblioShare, and so then we can see it exposed in the Shopify platform, and if there are problems, then we can look directly at the raw data and Anansi can go and fix that right away or build it the way that it needs to If that's not doable, then we have to think about implementing some other business rules or logic So we put out the first version of our app I'm going to say about five years ago

We didn't and haven't published it to the Shopify App Store We've mainly promoted the app on our website and during conferences We really wanted to get feedback on that plugin, and it just wasn't, we just weren't getting the kind of feedback that we needed just from having it available as a beta So we never really thought that we could publish it, that there wasn't necessarily a need We didn't have all the answers yet

So, it taught us a lot We didn't know anything before trying to create our first app, our beta app We still call it that, our beta app We want people to play with it, tell us how it could be improved We took what we knew about ONIX and we mapped it to what we had learned up to that point about the Shopify product object

We did get a lot of people requesting the app We got requests from around the world But that's a bit of a limiting factor for us for our data set, BiblioShare, in that we're pulling the data from BiblioShare And really, BiblioShare is meant for the Canadian supply chain We're a Canadian supply chain agency for English language

The data we get in BiblioShare is for the Canadian supply chain, and mainly for the English language side of publishing in Canada That's our mandate That's our job That's what we do Anyway, it seemed the publishing world was looking to reinvent their digital marketing

Around that time, everybody was looking at rebuilding their e-commerce sites, or upgrade their existing ones And then House of Anansi, who was one of the first Canadian publishing houses that I'm aware of to embrace Shopify before our plugin was available, they went out on their own and had some custom development done with their metadata And it was when they were thinking about their re-development that we got more involved with Shopify and had more learnings from that They wanted their metadata and their pages, we wanted to help It was a match made in heaven

So another issue that emerged during testing to make sure paper books and digital books were not getting added as variants to each other, so the good news was that the test was successful but the title I used had a pretty good price point for the digital copy So this is when I was testing and I looked on the Shopify on my dev environment, and I saw the eBook This was data coming from Anansi was, I think $399, and I thought, "I'm going to go buy that book on Anansi's site right now" But when I went there, it was actually not $3

99 It was more like $999 or $1695 You know, I have a limit to what I'm willing to spend

So, we were digging a little bit more and we discovered that Anansi was using the field, PriceEffectiveUntil, From and Until, and we weren't taking that field into consideration in our logic for the pricing We were looking at the Canadian price code So again, because it was Anansi data, they were able to make a quick change They asked some of their vendors like Kobo And I think Amanda Lee will remember this

And they were able to make a quick change and started supplying price-type qualifier on digital from which we could pull the consumer price So, you can mark the price as consumer, and because it's a consumer-oriented site, we were able to expose that And, thanks to the lowly field of Publishing Status in ONIX, we were also able to meet the requirement to only pull in active and forthcoming titles So, that's what the site gets populated with, active and forthcoming, if the book's out of print We will not load that to the site

If the book becomes out of print because we're loading deltas and we're updating the data automatically, we can remove a book from the site as well when it's gone out of print So, sometimes that created some confusion when Andrea and I were working together to test the site but digging, you know, into the metadata, we're able to see that sometimes, "Oh yeah, that book's out of print That's why it's not loading on your site" It was really good for us to find out And I'm going to kick it over to Andrea

– [Andrea] So, I'm going to take you on a metadata journey First, here's the data chain, so we have publisher metadata, ONIX, BiblioShare, Bookstore Builder, Shopify database, and Shopify template It's a long chain Something can go wrong at any step in this chain A key part of maintaining a successful store is being able to identify the origin of any data issues and it can be any one of those things, and knowing when to ask your dev for help and when to ask BiblioShare or BookNet, and when you can fix the issue yourself and it's you

So, this is where I input my metadata, it's in our metadata database that we use in-house called Acumen, and we're going to follow Katherena Vermette's biography So, I have the HTML code in here It just looks like the biography It also includes, you can't see it here, the contributor first and last name, the contributor type, so author, her country relation, and the country code So after that, I export it into ONIX

This just goes right out of our database I haven't touched it It starts to look all funky You can see all of our ONIX tags and it's totally compressed now Before, you could even see all the information but now, you can't see it all in one paragraph

After that, I ingest the ONIX file into BiblioShare You can see all of the contributor information has made it in If you look in that middle image, you can see all of the metadata from House of Anansi that I have put in and the BiblioShare information that goes out I also like to use their Biblio-o-matic plugin because I can just see it, like, at a glance and I just click the ISBN and you can tell all of the information's in So then, it goes to BiblioShare

After that, we used their Bookstore Builder So this is when the metadata gets pulled back onto our site Carolyn's made us a wonderful theme that shows us that our metadata has made it back onto our site So, this is <i>river</i> <i>woman</i> where I took Katherena's bio from, and it shows all of the metadataoh, sorry, the metafields from BiblioShare that we populate onto our website and what metadata has been populated within them So, this is more of her theme You can see that the Publication Date has been populated, it's green You can see the Imprint has been populated, and the Height, and everything has been populated, so it's great

And then, right there is our biography, so it made it back onto our website And then, you need your code for your Shopify template This is code that your friend and developer will write in order to display bibliographic data on the product page It looks very scary to me The first line, the "if" part, basically says if there's any data in this data field, then execute the following code, then we make a variable that will count how many times we will execute a loop

Then we print the contributor name and bio for as many contributors there are on a particular book In Katherena's case, she's the single contributor, so this loop only runs once And then finally, her bio made it onto our product page after all of those steps It's there There's no HTML code

Yay Okay, so that process is repeated for every item of data that you include on your site Establishing which information you require and how it should be stored and accessed in Shopify is a very important first step Getting this right sets you up for success in your store So here's a list of metadata that you might want to include for each product in your store

This includes must-have metadata that's vital information about your books, their availability, and factors that will affect taxes and shipping, all very key in running a successful shop Highlighted in green are the fields that are natively handled by Shopify For everything else, you need a workaround which is likely to be a metafield, which you saw in that wonderful template that Carolyn made A tag or a combination or two Items with asterisks are data fields that you likely want indexed for search

Note that only native fields are indexed-researched by your site so that tagging field becomes very important So this is also very customisable so not everyone's going to need the same metafields For example, if you only have one imprint, you don't need to include that field So, BiblioShare is going to work with you to identify and index the fields that are important to you Garbage in and garbage out Audit your data chain regularly, so all of the data that you put in comes out So, every single mistake that you make comes back out onto your website and everyone can see it So that's why knowing your data chain well is very important

Being able to identify where your errors are coming from becomes key so that you can fix them So, in the process of our website, we had a lot of troubleshooting because this was very new to both of us, all of us So here we have <i>A Family is a Family is a Family</i> It is a web PDF, so it's a digital product but you're being charged shipping Why am I being charged $9 to pay for a PDF? So, my first thought was there's nothing wrong with the BiblioShare plugin because it is a digital product

It's right It's showing on Shopify that it's a digital product so I couldn't figure out what was wrong There wasn't anything wrong with the code as well So it turns out that Shopify has a secret feature that makes products require shipping so all I had to do was toggle it off and this issue went away Another error, so now we have<i> A Trio of Tolerable Tales</i> by Margaret Atwood and we have the EPUB page but it's a EPUB EPUB, not just a EPUB

So, I was wondering what's going on? Maybe it's an issue with how the product type was being pulled from BiblioShare, maybe the same metafield was being pulled twice So luckily, BookNet was able to fix it for us and Tim fixed it for us I don't know if you want to explain – In here, it's just and I didn't fix this I reported it to our development team, they fixed it But here, we're using Product Form Description to populate the drop-down here but what happened with the Anansi data was they were using Product Form Description to say EPUB So, where the Product Form was DG, we looked at Product Form Description and saw it was an EPUB

But then there's another field called EPUB type so that was getting populated as well and that EPUB type there was EPUB as well So we were pulling in an EPUB EPUB We looked and figured out that we just had to pull in from when it's digital, pulling from EPUB type So again, depending on how the publishing house is using that field will determine the solution – And, I also had an issue with the covers so we have two <i>Sisters Brothers</i>

We have the original and we also have the movie tie-in, both of them are trade paperbacks So it turns out that a long time ago, Tim told us that you can only populate one cover but I didn't know about it, so that was the problem, the problem was me We also had, like, a lot of, like, turnovers so a lot of small details were lost because we only tried to talk about like the action items that you need to do and like, small things like this just fall off people's radar so it just Don't forget to document things, I guess But now, we can manually change the covers ourselves and we don't have enough problems like this so it's not a problem for us How to set up your data team for success? So number one, have reasonable expectations and give extra buffer time Your data department likely still has to conduct their daily responsibilities and understand that they might not be able to do things quickly and thoroughly Things are probably going to go wrong and there might not be a clear immediate fix

Number two, keep your data department in the loop If you have a future request, they might know if it's realistic, they might know if it's going to take a lot of work If you have key dates or events, let them know so that they can make sure that the related product pages are okay and that there's not like a big error on it or there's no cover or something, and you can catch that Number three, plan routine maintenance A new website takes a lot of upkeep

We transfered, like, thousands of products from our old website to our new website so that resulted in quite a few bugs that no one could help and quite a few errors So if you plan routine maintenance, you can fix those all eventually and you know that you have a plan and that it's going to be okay Number four, plan for extra time if you want to sell digital products on your website So as you can see earlier, I mentioned Shopify treats them kind of funky They have things such as, that requires shipping toggle, and something called automatically tracking the inventory of eBooks

Also, linking the actual eBook to the product takes a lot of work In our case, we were transitioning our eBooks in such large quantities that the platform that sold our digital products couldn't handle it – <i>Making Front-End Magic</i> So, I'm going to describe, sort of, three approaches that you might take to build in your custom front end for your Shopify store, kind of a small, medium, large approach So your scrappiest option

I put prices on all of these, I made them up completely I pulled them out of the air so don't quote me on these ones It's just sort of manage expectations a little bit like, you know, get real quotes but this is a starting point

So the scrappiest approach and the cheapest approach would be sort of a DIY way of building your website So you can get a Shopify account totally for free Go into the Theme Store and look through all the themes and spend a lot of time You can, like, install themes onto your Shopify site for free and try them out and play with them So the very first thing that you want to do is try and find a theme that most closely matches what your needs are for your website

Some of these themes will have special features built in, so really play with those and try and get to a place where you're like, "Okay, I could live with that" You're going to make some compromises if you're sort of going this approach You won't have as much sort of custom functionality, you want to get really close with the theme Oh, wow Then you're going to want to talk to BookNet and work with them to set up your data stream

Let's see how I can get this to scroll down here Okay Set up your data stream, spend a lot of time, like, being really smart about what data you really want to expose on your product page and how you're going to, sort of, how you're going to store that inside of Shopify, and then get your best tech person on it so somebody who already has some web development experience and has an interest there or maybe you could hire somebody on, like, sort of, on a contract maybe take on this role, hopefully somebody who has experience with HTML and CSS as a minimum

Definitely give them lots of time and space to train HackerYou in Toronto and there are other schools as well have, like, part-time web-development courses Definitely consider sending them to one of those Make sure they read the documentation cover to cover Take some of the free educational courses that are available online

You could even consider looking into, like, a Shopify-specific workshop We took a really great one, Amanda and I, at HackerYou that I recommend I checked it out, they're not currently offering it but you could contact them and see if they might offer it or I can put you in touch with the people who taught it So, at a minimum, you want this person to understand about, sort of, basically how to expose something onto the page, just basically how to put it up on the page with HTML, and basic functionality for Shopify's Liquid scripting So, they want to know how to, kind of, display a field, how to have some basic conditional logic

So if this is not empty, then put it on the page If this field says this, then show that And also, looping so if there are four fields of this type, they display each one in order That's sort of the minimum that they're going to want to know in order to have all of your metadata displayed on the page If you're going in this route, also consider launching with a subset of your books

So if you don't already have a website that is like has your entire backlist on sale, why not just start with your front list, maybe a few best sellers, maybe a few books that you're taking to a conference or something like that, and work with that subset and then you can grow it from there Okay, the medium route, so maybe working with a freelancer or a small agency So, in this case, nobody has to go to school You can find maybe a smaller agency or a freelancer by looking at coding boot camps, you can contact Sometimes they'll have a database of recent grads or grads who are freelancers and you can, sort of, talk to them

Obviously, a Google search Shopify also has a database of partners of various sizes So, you could do a little bit of research to find someone who would be a good fit In this case, the person that you will hire will handle all that metadata exposure on the product page, which is sort of the minimum viable, sort of, customisation that you need And then, they'll also be able to customise design and functionality for you

They'll probably work from maybe the same template and build it from there They'll be able to offer advice and support so look for somebody who is familiar with Shopify, who has e-commerce experience who can give you advice and will lead you in the right direction And then, there's the large option If you are considering this option, then call me In this case, you're looking for, like, a bigger digital agency

It's going to be more of a holistic approach So, you can expect, in this case, somebody who's really specialised in e-commerce, who will really help you, kind of, know your business in some ways, like know how to apply e-commerce practices to your business better than you can, sort of, know yourself They'll offer greater support, like it would be like an early, sort of, fact-finding, research, kind of, layer And there's going to be more customisation, maybe a completely custom template built just for you And then, this is also the right, you're going to want to go if you want to be more experimental with, sort of, custom features and functionality

For example, if you want to merge digital and print products, that bigger agency will make people to help you do that If you want to have a system of automatically creating author pages, a bigger agency will have the resources to do that kind of thing for you In either case, metadata is key Garbage in, garbage out That's going to be an ongoing process of taking care of your site

Get ready to support orders We didn't talk at all about customer service but anybody who is buying books directly from the publisher, like, you can't compete on price but I think that you should make sure that you show that person that you appreciate the extra effort and expense that they've gone to to support you That's good customer support Good communication, "Hey, this book is late What can we do?" Throwing some extra things in the package, make them feel appreciated, that little bit goes a long way

You're going to need to promote your site, obviously Make sure that you have your entire marketing strategy in place Be realistic with your expectations And in terms of working with your freelancer or your agency, be really clear and detailed right from the beginning about what your wants or needs are The more clearly you can articulate what you're looking for, the better match you're going to have, the more accurate your estimates are going to be, and the better results

Make sure you get references and work samples from anyone that you're going to work with, and be ready to educate any third party you're working with with all the funny things about publishing Weird tax rules in metadata and like, you can't just, like, display the auther's name, you need to pull in these eight like different ONIX fields to figure that out because they're not going to, as much as we would like them to, they're not going to read the ONIX documentation cover to cover even though we tried And lastly, I want to say, and this is a big one Sorry, I'm definitely going the wrong way Okay Love your BookNet I have gone through the process of working, before BookNet's tool was available, of trying to work with someone to import metadata into a Shopify site totally from scratch, someone with no context, and the expense and the effort were huge The amount of love and care that BookNet puts into this tool and the resources they make available to us are just totally amazing, so be nice to them